Singapore Airlines
Reviews and Complaints

i get on the singapore airlinesSQ872 on 17 apr 2018 3.05pm to hong kong. when i arrived in hong kong, i waited until all the luggage was cleared, but my luaggage never appeared so i go to the service counter to fill up the form. i recall back when i check in to get the fight tickets, the staff only asked me to put my luggage up, didn't help me put the barcode tag, this negligence bring me a lot of trouble! after i arrived the hotel, i also tried to contact singapore airlines, the staff asked me to call another nunber, i dialed the number he specified, but also asked me to call another number, i very angry and give up call. today 18.4.17 i called the hong kong service counter, she said maybe found the luggage already, will be arrange to hong kong today or tomorrow, i still very worried, contact singapore airlines again, but she said my luggage still checking, the staff didnt put the barcode tags bring me a lot of problem, i very disappointed

31 March 2018

The Customer Service Manager
Singapore Airlines
SINGAPORE
Email: [protected]@ singaporeair.com.sg

Dear Sir/Madam

REF: Dhaka to Melbourne (Australia) SQ 447 flight 26 March 2018.

I would like begin by giving tremendous compliments to the brand ‘Singapore Airlines' and its team as it has successfully allowed me to reach my travel destinations over the last 25 years. And, I love the SQ brand, I really do which is why I am going to continue to use it despite a huge misbehaviour by the Singapore airlines ground staff on my recent returning flight from Dhaka on 26 March 2018 an unfortunate incidents happen over the last 25 years travelling. This latest incident takes the bad behaviour by the Dhaka airport ground staff of SQ flight. He was on that day may be a supervisor and I have a physical witness of this incident and please trace out his name who was in duty on that day and I am going to find out from Dhaka by the National Security Inspector (NSI).

I was in the queue for collecting my boarding card from Dhaka airport and a female staff was handling my ticket and baggage and a man seated on the desk came over and took over my boarding pass and he seemed to have a very angry attacking mood and started shouting like this is his own paternal property and he was asking bribe money for four kilos over weight and at the end I said to him OK I am calling my friend to return these and get ready my Boarding card (see attached Image he put one bag weight 1/27 kilo and another tag showing 2/30 kilo - this is a deceitfull claim as I did not have another luggage of 2/30 kilos. My question is why he at last issued my boarding card and started verbally abusing me that:
• I do not care any body including Minister or whatever in Bangladesh
• I am going to cancel your flight
• At the end he came to the boarding gate (to departure Hall) and instructing NOT to take my boarding card at the gate
• I had a hand baggage within the weight limit with some books and sweets on my hand and which I took to consumes at the Singapore airport because my transit time was very long.
• At the end he said put a note in the system for ground staff to view at Singapore airport. But thankfully not to my surprise I haven't found any officials like him working here in Singapore airport to use such ugly words and I cannot tell these until face-to-face meeting this man.
• I am a retired Professor and managing an International Cambridge University British International School and never found like this attitude from anybody.
• My question is why he jumped to me from his seat and started this sort of bad dealings. Where is my baggage of 2/30 Kilos weight he has taken at Dhaka airport as per my Baggage Weight Tag- I have not received this at Melbourne airport in Australia?
• He was frequently telling me that his time is valuable and either to pay the monies otherwise he would cancel my boarding to the flight within three minutes. I also have a value for my time and I paid for it! But why demanding money and make my weighed bag tag of 30 kilos which I did not have on that day of my travel! I have reported in the aircraft supervisor this matter on the flight SQ447.

Look at this Manager. Just look at it: [see above image of baggage check receipt].

I imagine the same questions are racing through your brilliant ground staff mind as it were racing through mine on that fateful day. What is this? Why have I been given it? What have I done to deserve this? And, which one is the better dealings with passenger?

Well answer this Manager, what sort of customer service this Singapore Airlines staff member has served me and damaging the name of SQ Flight and in our last 30 years travelling history with SQ flights never has anything close to this has happened and I have travelled through many airports such as London- Heathrow, Jeddah- Saudi Arabia, Frankfort Germany, Bangkok, Paris, United Arab Emirates.

I have tried and explain him my health condition and how this felt. Imagine being half of my age this man behaves with a passenger like me with a strong ego and telling that he is not considering anyone his boss or even his countries Government or Minister!

It's a big one, and you know what it is? Now I know what you're thinking.
It appears to be in an evidence bag from the scene of a crime.
I was exhausted. All I wanted to do was relax but obviously I had to travel from this country as an Australian citizen and visa regulation of the departing country with that mess in front of me for half an hour.

I decided to relax with a bit of your world-famous onboard entertainment. I explained to the aircraft staff members and I am lodging this complain to the respected Manger.

A question I found myself asking repeatedly throughout the gruelling half-hour I attempted to watch the time and calling related people for give him on the sport nice rewards of his behaviour and ugly shouting talk with passenger. After that I switched off and my only option was to simply stare at the seat and wait for either food, or sleep. Neither came for an incredibly long time! What customer service is that?

Yes! It's another crime-scene stopping me to enter the waiting area with valid boarding pass into the waiting area at the airport on entering the aircraft.
Manager…. What is that ground staff? It looked like it was going to be fighting with a paternal property and asking money from the passenger in the name of extra baggage weight charge.
I didn't forget this thing. My only question is: How can SQ operate such customer service with this type of ground staff? I can't imagine what type of other staff members are around your office.

As I said at the start I love your brand, I really do. It's just a shame that such a simple matter could have simply be resolved with a cool minded staff at Dhaka airport. I have contacted the Director General (Law), Foreign Ministry of the Government of Peoples republic of Bangladesh, Dhaka, Bangladesh. I have reported the staff on Board flight SQ477 26 March 2018.

It would be much appreciated if you could investigate my unfortunate situation and find the man and arrange a face-to-face meeting for its judgements and let me know ASAP the fate of my 2/30 kilo weight baggage as per receipt.

Yours Sincerely,

Prof. Dr Abdul Baqui

Home:
137 Heatherdale Road
VERMONT, VIC 3133
Australia

Mob: +[protected]
Home: +[protected]

Copy for information to:
Email: [protected]@singaporeair.com.au
Email: [protected]@sales.com.sg

Hi
I want to lodge a complaint in my dealings with you I am extremely dissatisfied with my dealings with you. I spent hours on hours trying to change a flight at points reduced to tears and a member of your staff thought this was amusing. I have never had as bad customer service in my years of flying. This caused me huge amounts of stress and anxiety at times this effected my personal life.

Finally the issue was resolved, i booked new flights and you reimbursed money for previous ones however The refund didn't get processed and I had to call again to learn it hadn't been auctioned, when I finally think the issue is resolved I then receive email telling me my original flight was going to depart this was Christmas Day. I had to call again Christmas Day to explain the whole ordeal taking time away from my family and raising my stress levels again.

Being a nervous traveller I always ensure I fly with good airlines for maximum comfort my flight is approaching with yourselves and I am so anxious regarding the quality of service

Please accept this feedback

Kind Regards

Stephanie hughes

3 weeks ago I booked a return business class ticket from Perth to Kuala Lumpur return (UJYCUV) and was waitlisted. A week later got confirmed seats departing 28th March 2018 to KL. To date have not heard back about the return confirmation from KL to Perth. I resubmitted another booking this week but still have not heard anything back. I need to know whether I can get back to Perth. Whether in economy or business class on another day or time is fine with me. Would appreciate a response as I am flying out next Wednesday 28th March.

Ray NGAI

Re flights Singapore Airlines flight SQ 321 and SQ 5271

My husband and I were passengers on the flight from LHR to Singapore on Sat 13th January on transit from Israel via uk on to Cairns Australia.

Due to traffic, we arrived an hour and 15 minutes before the flight, to an almost empty check in counter, upon check in, the airport staff member said that we have overweight and that we would have to pay charges.

As we were on transit, several international long distance flights, we understood that our weight allowance is 30 kilos per case, 2 bags per person. We had between us 3 bags total weight 80 kilos.

It seems like this was a misunderstanding on our part.

We asked for the supervisor of Singapore Airlines and a lady called Manisha Gurung- approached us saying she was the Senior Officer for Singapore Airlines.

From the very first minute instead of helping us, she said she cannot do anything and that we have to pay the enormous sum of 63 GBP per kilo and there is nothing that she can go towards us. We took out things from our bags and put into our handbags and a rucksack and we were left with only 4 kilos over weight per person above the 30 kilo allowance per person that we had.

Ms. Manisha refused to let it pass nor did she acknowledge our efforts to try and concise our weight issue, she said that you still need to pay for these 8 kilos over 500 GBP.

We begged for some good will, travelling to the other side of the world for almost a month, and 4 kilos per person on long haul flights is really not a big issue. She said say thank you that I let you go with one more piece of hand luggage.

When we boarded the plane, most of the people flying this long distance, each had 2 pieces of hand luggage, so she had not made any concessions.

She threatened us that if we don't pay immediately she will instruct to close the flight and leave us out. And refused to even let us pay for partial amount for the over weight, insisting on the full amount.

We asked again for supervisor, as it didn't seem logical to us that for 4 kilos each we should pay such an enormous amount and spoil our holiday, but Gurung refused to call supervisor and she ordered "Pay now immediately or you are off the flight."

We felt like we are in a horror film, we had no choice and went to the counter to pay, and there the staff at the cashier desk told us that she did not have any rights to bully us in this way.

8 Kilos between two passengers flying over 24 hours, is not something that cannot be worked out with a little good will, especially in worlds renowned Singapore Airlines who are considered the best airline in the world.

There is no need to mention our sheer frustration along the flights, to Australia.

We don't know if she was just a mean person or it was an act of antisemitism against us, as we are obviously Orthodox Jewish and she acted with evil look on her face and satisfaction that shed humiliated us.

We are asking you for you intervene and return the money that was unrightfully and aggressively taken from us, and to find a way to make it up to us for the suffering and hurt we encountered and felt through this most unpleasant experience.

We are gold members of other airlines and we specially flew with Singapore Airlines as weve been told that it's a fantastic way to start our holiday.

We sent this letter to Singapore Airlines-Customer services and received back a string of correspondences bearing no likeness to the true picture.

Each letter clearly denying all parts of our complaint, and blaming all other parties, as my travel agent, they said all flight details are on your e.ticket.

According to them weight allowance should be clearly shown on this e.ticket. However. there are no weight details on the e.ticket which was actually issued and sent to us from Singapore Airlines themselves.

We are frequent fliers all over the world and it has happened before that we were overweight, but on all occasions with all different airlines we had the grace, good will and understanding, and we have never had to pay such excessive fees.

It is also accepted to make concessions and make a partial charge, we offered to pay 100 GBP as a symbol of our mistake and respect to their policy, but their rude staff member enjoyed to humiliate us and to see us distressed.

It seems so wrong to pay so much for what could have been resolved on the spot with goodwill, but now 2 months later as we recall and think about we feel more and more that this could have been avoided and that we should not have had to even be in this annoying and upsetting position and payers of such a high expense.

How can we resolve this issue and get correct advise re what we should do?

Airline contact - Syahirah Beck
Customer Affairs Manager
Singapore Airlines Limited

Israel & Debbie Ashkenazi
[protected]@012.net.il

I am not very optimistic if this complaint will be addressed but still I want to give it a go and see if you guys are serious about customers.
Recently I made a booking for an international trip and wile booking there was a typo error of a letter submitted for booking. I was advised that SG airlines will charge me $ 100 for just changing one letter. I can appreciate the fact that company is in the business to make profit but this practise seems very unfair.Again as I mentioned before not very optimistic about the outcome of this complaint. Good thing is in this age we have heaps of airlines who follow good business practices so that gives customers like me to a choice to ditch services of deceptive airlines like Sg airlines.very definitely my last fight with you guys.thank you

I'm letting g u know if somebody hire wheelchair service that mean that person is needy . My in-laws traveled on 7 of March Delhi to Brisbane . They landed brisbane 7:30pm come out 9:25pm from airport .They took two hours becuse my father inlaw couldn't walk properly he is sick so that's why we book wheelchair service for them .but they couldn't get service of wheelchair when we met them on airport we found them they were shacking and couldn't talk .I'm just complaining about if u guys have shortage of wheelchair service plz do not confirmed to all passengers those request for something special service.pl improve ur service more thanks

I purchased an Economy Plus ticket for a 15 hour flight from Singapore to San Francisco. The cabin was full of people. My seat was broken and would not recline. I had already been traveling on two other flights for about 15 hours before boarding, so I wanted to sleep. It was impossible to sleep in the upright seat. I was miserable. The purser on the flight gave me a $150 voucher to be used within a year. I do not consider this to be adequate compensation for my discomfort on a 15 hour flight because of the seat was unable to recline.

Dear Sir/ Madam,

For last 17 years, my family and myself generally use Singapore Airlines for our overseas travel.
I live In New Zealand and booked a return flight from Mumbai to Auckland for 1/7/18, for my mother Dr freny karanjia.

However she has to complete certain visa requirements and hence has to change her return date to January 2019.
A sales consultant called adora was very very rude, when I called for the change of return flight date and quoted $ 1000 for it. My family was listening on the speaker phone and were upset. She would not transfer the call to a Manager as well.
So I called again and spoke to a Manager called kavita and explained the situation to her.
I gave my credit call details and called three times as to why my booking is still not confirmed. I am still in limbo and am very upset with the poor service.
My son also called to make a flight booking and was quoted a double price on the phone as compared to the internet pricing.
I do not think there is any supervision of the flight charges addressed by the Sales Consultants on the phone. This never happened earlier.

I want my credit card to be processed with the amount stated by kavita as soon as possible.

Thanking you,
Dr Pervin Dalal

Complaint relates to booking reference WBP5RK - airline reference osrlci
date 11/02/18

I Mandy Prescott is seeking compensation on compassionate grounds due to the sudden and tragic death of my daughter Natalie Gifford who lived in the UK

We had booked and paid for a flight in September booking reference wbpsrk- Airline reference osrlci, as my daughter had recently given birth to a beautiful baby girl.

On the 9/2/18 I received devastating news of my daughters sudden death which left me an emotional wreck relying on family and friends to help me organise my affairs as well as reschedule existing flights for myself and my son only to be slugged an additional $914 dollars each, not having the support of friends and family would have been an added burden to have to deal with at the time.

As we have yet to be advised of the date of Natalies release to us to then organise a funeral as her death was sudden, extensive medical autopsy and tests are still in progress, which will mean my myself and my son returning once again with Singapore airlines. I am reaching out for any financial compensation you are able to help with, I can provide on request a copy of the interim death certificate if needed.

Kindest Regards

Mandy Prescott

A recent flight, 11 February 2018 from Brisbane to Singapore SQ246 and a connecting flight from Singapore to Ho Chi Minh city, resulted an incident. It had a problem with landing gear so they had to turn back to Brisbane. After 8 hours at the airport and on the plane, they sent me home. They took my phone number and said that they would contact me for another flight. But they did not get in touch with me, I had to contact them for the flight. The flight was on the 13 February . It was so frustrated. I understand that it was an incident and it was not a problem but the problems were no one contact me for the flight information and also I have lost my times to spend with my mom. My mom was very sick and who was in the hospital at that time. I was very stressful. That was very important time for me to stay around her.
I am a regular customer and I have been flown with your Airlines in the last ten years. But I was so disappointed since last flight.
I would like some reimbursement.
THI PHUC CAO
Phone no: [protected]
Address : 41 Polaris street, inala 4077 Queensland, Australia.
Email: [protected]@gmail.com

ON 18FEB2018, I was supposed to fly to Singapore from Bangkok via SQ975.
At the check-in counter, I'm told that the flight was overbooked and SIA is looking to "bump" off 23 passengers to a late flight on SQ983.

I decided to give up my seat on SQ975 for SQ983. As part of the compensation, I was given a miscellaneous charge order (MCO) upon boarding SQ983. It can be used to offset the airfares on your next SQ flight.

The problem with this MCO is that u have to make a trip down to the Singapore Airlines to make use of this MCO.

It is a very inefficient way of compensation in this era of digitization and it is too cumbersome to make a trip down to their office, get a queue number abeit more time wastage while waiting for your Q# to be called just to get a discount/air-fare refund.

Hi,

I was shocked when I found the rubber around the roller of the replaced luggage disintegrated . This new luggage was unused till today. Details of the incident as follows:

On 14 Sep 17, I booked a flight to Beijing via SQ802. I returned on flight SQ807 on 19 Sep 17 . When claiming my luggage, I realised the handle of my luggage was jammed and there was a bad dent on its corner. I filed a complaint at the SQ Baggage counter . A month later, the delivery of a new luggage arrived. I did not check as it was plastered up. Having no plan to travel in the coming months, I kept the luggage in the store room. On 20 Feb ( Tuesday), I took out the luggage and discovered the rubber around the rollers disintegrate into pieces.
I am baffled that SIA would offered a faulty or "expired" luggage as compensation to customer. As I am going for a cruise this Saturday, please attend to my case urgently. Thank you... Mr Francis Yeo ([protected])

Dear Sirs,

On February 11, 2018 we took flight from Singapore-Dehli-Almaty. Flight SQ 402 to Singapore to Delhi. Passengers: Ms Aknura Abdikadirova and Irina Kuznetsova. As we travelled together, we checked in at the same time. We both had our individual baggage. However, at the counter the officer assigned all piecies of baggage to one name - Irina Kuznetsova. My baggage was not checked in in a separate reciept.
When we arrived to Delhi, transit zone, thay told us that the system could not issue boarding passes next to Almaty because of excess luggage on the name of Kuznetsova. We explained that baggage was incorrectly put in Singapore on one name instead of two different. However, the system could not go through and they made us pay 122 US dollars for 17 kg excess weight. As it was transit, we could not get off, take luggage and re-check it. Besides, the flight was delayed and there were no other options. So, we had to pay 122 US dollars in order to get boarding passes.
The mistake was made at the check in Singapore by your officer. She should have issued each passenger his own receipt. We did not expect that Singapore Airlines would make such mistake.
Now, we would like to get money charged back. Please remit 122 US Dollars to us.
We can provide all the documents! Please investigate the matter and refund the charge.
I hope you fix this problem quick!

Aknura Abdikadirova
aknura.[protected]@gmail.com
+[protected]

We have travelled on singapore airlines for many years in the past and have enjoyed the in flight service.

However, we have noticed the service has drastically deteriorated. To give you a specific instance, my wife and I flew from singapore to adelaide on february 5, 2018. The flight took off from singapore approx. 9.40 pm. Immediately after take off, water and orange juice was served and the lights were switched off. No drinks/snacks or dinner served.

It was a seven hour flight. The only meal served was a breakfast just before landing. The breakfast service was very slow. There was only one steward with a trolley and the service was extremely slow and unsatisfactory.

Singapore airlines fares are higher than those of many other airlines flying the same sector.in the past we flew singapore air despite higher fares because of service and amenities but we will not give preference to singapore air any more over other airlines. We have told many of our friends about our bad experience with singapore airlines.

Very dissatisfied customers austin & marjorie

My husband and myself were flying from Jakarta today with SQ961 @17:00. We arrived in Jakarta airport at 13:30 willing to try to take the previous flight at 14:10.
The ground crew told me I had to pay a fee for the change.
At 16h I arrived at the departure gate where I found a paper explaining that my flight had 4h50 delay...! No one was around to explain any thing. With my curiosity I found that the previous flight SQ959 didn't leave yet and hopefully with no luggage I may take this flight! I only receive the text message after my action. Now I am in the plane for now close to 50mn waiting for a place of parking...so I raise the question: the Singapore Air Show is known for months are you taking your clients as hostages? Would it be possible to prevent such delay and avoid to capture us ! It is even difficult to go to the toilets the cabin crew is asking us to sit and wait ! Unbelievable for such company ! Never again Singapore Airlines...!

My wife had problems trying to check-in her flight from Heathrow to Melbourne via Singapore for our flight on 29th November. Your system could not link her Visa with her booking reference, saying she didn't have a visa - She did and it was correct as the SIA girl at Heathrow confirmed. She sorted it out so that she could check-in.
We had wasted quite a lot of time trying to resolve this, speaking to your people by phone, they were unable to sort it out.
When she tried to check-in ahead of our return flight from Melbourne (21/1/2018), the system also failed for the same reason. "needs a Visa" - that of course is ridiculous. Calls and emails failed to resolve it and again it had to be sorted at Melbourne airport.

To whom it may concern,
I would like to complain your one of staff in the local Singapore Airlines office in Abu Dhabi of bad behaviour. it was happened last January 17, 2018 in the morning, i made a call on how to avail a tax exemption for overseas Filipino workers that are travelling to Singapore, your local office staff made an arrogant voice and he suddenly dropped the phone while still talking.

i felt helpless on that day because one of my family member was passed away and that incident was added a burden in my self.
the name of that staff is Anish Matthew of what he said when i called him back.

I hope for you kind action in this matter and you can reach me on [protected]@yahoo.com

Sincerely
Joel Navarro

We booked a flight in August 16th 2017 for departure March 2018. we booked because the flight times and seating arrangement were perfect. we booked 2 sets together upstairs. A week ago we were informed the plane carrying us was being changed on the outward and return journey ..no problem these things happen.. but then we were told our seats were also changing . when we checked on seat guru we found we had been pushed completely to the rear of the plane in seat rows of 3. I emailed to see if they could locate us in better seats as i have really bad back issues and need to move around quite a bit to find comfort..and the reason i booked 2 seats at the beginning. The plane isnt completely full on and i can clearly see what is available. They offered emergency door seats and stated they were £75 each but i had to be available to help in the event of an emergency if i booked them. ! After emailing further they have absolutely no interest in helping.. The plane used for the return has not been changed but they still took our seats and have relocated us in areas where we do not want to be. After years of support using Singapore Airlines ..We will no longer be customers after this. They offer one thing, take your money and what you end up with is just tough !

Dear officer-in-charge,

I would like an explanation on how come my I did a web check-in for my mum of total 4 paxs on 08/01/2018 1 day before the flight back from BKKSIN in the end their seats are given up & the counter staffs give her the excuse that they change flight. I thought once you do a web check-in the flight seats allocated are secure & no changes from airline.

My mum & her friends are not sitting together in the end.

Kindly check & revert.

Thank you.

Yours sincerely,

Angela Ng